Associate Engineer

We are looking for a dedicated and highly motivated IT Operations Specialist to join our team. This role is critical in ensuring the continuous monitoring, support, and maintenance of customers' SD-WAN solutions and overall IT infrastructure. The ideal candidate will possess a solid technical foundation, strong problem-solving capabilities, and the ability to perform under pressure in a dynamic environment 

Make an Impact by:  

• Monitoring and Support: 
  Proactively monitor the performance and availability of IT systems, including servers, networks, and applications. Provide first-level support and troubleshooting for detected issues. 

• Incident Management:  
  Respond to and resolve IT incidents in a timely manner, adhering to established procedures and escalation protocols. Accurately document incidents and resolutions within the incident management system. 

• SD-WAN Service Requests and Changes:  
  Execute predefined standard service requests and change requests across various SD-WAN platforms such as Cisco Viptela, Velocloud, RansNet, SilverPeak, and Fortinet.  

• Operational Tasks:  
  Perform daily health checks, log reviews, and system performance monitoring. Ensure that all scheduled tasks are completed within agreed service levels. 

• Communication:  
  Maintain clear communication with internal IT teams, stakeholders, and end-users. Provide timely updates on incident status and operational activities. 

• Compliance and Security:  
  Follow company policies and regulatory standards to ensure secure and compliant IT operations 

• Work Schedule:  
  Rotating 12-hour shifts, including nights, weekends, and public holidays (24x7 coverage) 

Skills for Success:  

• Tertiary education in Information Technology, Networking, or a related field (Bachelor’s degree or Polytechnic diploma preferred). 

• At least 1 year of experience in IT infrastructure operations or technical support (LAN/WAN/Cloud). 

• Hands-on experience with SD-WAN platforms (e.g., Cisco Viptela, VeloCloud, RansNet, SilverPeak, Fortinet) and familiarity with change request execution and basic troubleshooting. 

• Solid understanding of IP networking fundamentals (TCP/IP, routing) and operating systems (Windows, Linux). 

• Professional certifications such as CCNA/CCNP or SD-WAN vendor-specific certifications are advantageous. 

• Strong analytical and problem-solving skills; keen interest in information security and network reliability. 

• Fluent in English, both written and spoken, with good interpersonal and communication skills. 

• Candidates should indicate their certifications and years of experience with the listed technologies in their application